Re: Hey Amanda, here I am, let's chat.

I've been quiet, followed the rules and waited for resolution for months, and nothing has helped. This is the first time I've actually gotten the attention of anyone at HughesNet or been able to chat with anyone other than a customer service rep in another country, so I'd say I'm making progress. My goal is not to make friends with others in the forum, it is to have my needs met.

Re: Hey Amanda, here I am, let's chat.

Hi Kelli,

Your case is still open and in my queue, I have been working on it as I can throughout the day. Please note that the constant spam and attempts to bypass our forum filters will eventually result in your forum account being suspended. I will be moving your other posts to another area as they do not add value to the other threads. Our forum guidelines are available both here in our "About the Community" board and in the same location as our legal agreements (http://legal.hughes.com)

Re: Hey Amanda, here I am, let's chat.

It's not spam if i have a legitimate complaint and interest in a forum thread with similar issues to my own. That's absolutely ridiculous and a great example of a big company attempting to censor and silence the voices of those who have been wronged by them.

Re: Hey Amanda, here I am, let's chat.

Hi Kelli,

I appreciate you waiting for my reply. After reviewing your account history and listening to your calls to us, I do understand why the previous agents informed you we would not be waiving the early termination fee.

Not including the call to switch to a paper bill on 11/15/17 and a call detailed below on 8/27, these are the calls we have from you since the service was activated:

Where:

5/10 - Called for assistance with a Roku device not working, which was resolved. (10m 39s)

7/6 - Called regarding slow speeds. It was found that the data allowance for the month had been exceeded and the agent provided 2GB of complimentary data. (9m 6s)

7/12 - Called regarding slow speeds. The agent was only able to get through the beginning of triage (testing 3 websites of varying load and was only able to get 1 out of 5 speed tests done). On this call is where the agent saw a read out of bad weather for the zip code of your location. After a request for a manager, the call was put on hold and a few minutes later completely dropped out. (26m 25s)

---8/27 - We received a call to cancel the account from someone other the account holder. The caller was informed the account holder needed to call in to cancel.

11/14 - Called to cancel service. The agent did try to explain that they could not waive the fee because there was not sufficient troubleshooting done (it was not completed or close to being completed on 7/12). They also tried to explain that we would not have an issue with waiving the fee if we were given the chance to complete the troubleshooting and escalation process. (22m 5s)

11/14 - Called back and spoke with a different agent who tried to explain the same thing. (12m 59s)

I would be more than glad to continue the troubleshooting from 7/12 with you here in our community and escalate any issue found to our network engineering group here in our corporate office. If the issue cannot be resolved through our normal troubleshooting and escalation means, we will definitely waive your early termination fee.